Exchange and Return Policy

Ilumia values ​​customer satisfaction and strictly adheres to the Consumer Protection Code . To guarantee a safe and transparent shopping experience, we present our exchange and return policy below:

Application Deadline

  • The customer may request an exchange or return of a product within 7 calendar days of receipt, as provided by law.

  • Requests submitted outside of this timeframe will not be processed.

Conditions for Exchange or Return

  • The product must be in perfect condition, with no signs of use, odor, tampering with the original packaging, or damage .

  • All accessories and packaging that came with the item must be returned along with the product.

  • We reserve the right to refuse the return if the above requirements are not met.

Procedure

  1. The customer must contact our customer service department, providing the order number and the reason for the request.

  2. After review and approval, we will send you detailed instructions for returning the product.

  3. Once the item is received and inspected at our logistics center, we will proceed with the exchange or refund, according to the customer's choice.

Defective Products

  • If the product has a manufacturing defect , the customer should contact us immediately for evaluation.

  • After verifying the defect, we will arrange for the replacement at no additional cost.

Important Information – Dropshipping

  • Since we operate on a dropshipping model, products are shipped directly from international suppliers. For this reason, the exchange or return process may take longer than usual due to the logistics of shipping abroad.

  • Any shipping costs related to exchanges or returns may be the customer's responsibility, except in cases of proven defects or errors in product shipment.

Our commitment is to ensure transparency, respect, and trust in all stages of the purchase.